Meet the TIC team that's lighting up customer satisfaction

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As the Indirect Areas Team Improvement Circle convention takes place this weekend, we meet the Mil On team based at MIRA to find out more about their project.

Meet the MIL On TIC Team

Who is in the team?

Our team is made up of three members – Diagnosis Engineer Andrew Hersey, Project Control Engineer Diego Faria, and Project Control and Diagnosis Leader Daniel Florescu.

How did you come up with the team name?

Mil On is a reflection of our Team Improvement Circle work and is based on the amber warning ‘Malfunction Indication Lamp’.

What is your project all about?

Our aim is to reduce the warranty cost, improve customer satisfaction, develop a process to prevent re-occurrences, and doing what is right for Jaguar Land Rover.

We are improving an emerging issue within our vehicles’ engine management system. The Diesel Particulate Filter is causing the Malfunction Indication Lamp to appear on the instrument cluster.

Where did the idea come from originally?

Our idea originated from a UK retailer, who raised concerns that on average 8-10 vehicles were flagging an issue with the Diesel Particulate Filter.

What challenges have you faced along the way?

The system is very complex, we have been supported by other teams across the business, and this journey has been a useful learning curve. It has also been an opportunity to collaborate with other departments across Jaguar Land Rover.

We also had to understand how the Diesel Particulate Filter works, before we could look to find a solution.

What successes have you had along the way?

We have worked really hard throughout this project, and one of our major successes was working closely with engineering to release a ‘fix’ for our customers. We were also able to build stronger working relationships with colleagues for further development and future project collaborations.

What makes you the perfect team?

Our team is extremely focused and dedicated to getting the right results for Jaguar Land Rover and our customers. They have proven themselves and their capabilities numerous times while under pressure.

Why do you think TIC is important for the business?

TIC gives colleagues the opportunity to develop new skills and have a real feeling of making a difference, this will only reflect positively on Jaguar Land Rover.